Job Title: Video Services / Network Support Professional
Location: Chicago, IL (Hybrid; primarily remote with onsite support as needed)
Work Schedule: Monday Friday, 8:00 AM 5:00 PM
Duration: 6 12 Months
Employment Type: Contract-to-Hire
Education: Bachelor's Degree in IT, Technology, or a related field
Experience Level: Mid-Level
Citizenship:
Travel: Limited travel; personal vehicle required
Background Check: Standard
Ideal Candidate Profile
The ideal candidate is a mid-level Video Services or Network Support Professional with hands-on networking and IP camera experience, strong customer-facing support skills, and familiarity with Genetec or another Video Management System. The candidate should be comfortable troubleshooting video and network issues, supporting system upgrades, managing incidents through a ticketing platform, and coordinating with customers and technical teams.
Job Summary
The Chicago Video team is responsible for designing, implementing and supporting video solutions across the City of Chicago. Our team works closely with multiple city agencies to define requirements and provide solutions that increase situational awareness for mission critical first responders. The team works on a wide variety of technologies that include IP cameras, video management servers, analytics, networking and access control.
The Genetec Video System Manager (Administrator) will support a massive 7000+ camera system for the Chicago Housing Authority (CHA). The System Manager acts as a single point of contact for the customer to MSI. The System Manager will manage a program providing a suite of monitoring, maintenance, and update services. This role manages a team of technical resources, onsite and remote technicians, warranty and software support personnel for maintaining the CHA environment. The ultimate goal is to achieve a 96% overall camera uptime, as an aggregate across the system, supporting the camera infrastructure program
Must Have Technical Experience
- Network experience
- Network/IP camera experience
- Direct customer-facing experience
- Experience working within a ticketing system (ServiceNow or similar platform)
Key Responsibilities
- Act as the single point of contact for the CHA Camera Infrastructure Program.
- Manage a team of Technical Resources, onsite and remote technicians, warranty and software support personnel for maintaining the CHA environment.
- Oversee Service Delivery Management, Availability and Service Metrics, and Performance Management.
- Conduct Quarterly Operational Reviews with Key CHA Stakeholders and MSI.
- Coordinate Network Event Monitoring, Dispatch Services, Incident Notifications and Case Management.
- Ensure effective execution of field service with onsite support services, fixed equipment hardware repair, and software maintenance and support.
- Manage Onsite Support, Change Management, Technical Support, and Warranty Support for the CHA program.
- Ensure compliance with Service Level Agreements and manage a web-based platform that provides CHA with incident access and resolution using Service NOW.
- Maintain a goal of providing 96% overall camera uptime, as an aggregate across the system, calculated as an aggregate 30-day rolling cycle.
- Collaborate on the Customer Support Plan (CSP) detailing contact information, notification procedures, escalation procedures, and Site IDs for equipment locations.
- Genetec Camera Management and over sight
- Genetec Federation Management for CHA to other Chicago agencies
Required Qualifications
- Bachelor's degree in IT, Technology, or a related technical field.
- Experience with Video Management Systems
- Experience working with fixed and wireless network equipment.
- Experience with network video equipment.
- Proven track record maintaining large-scale environments (multi-server federated architectures, multi-terabyte or petabyte archiver pools, and high-throughput streaming).
- Thorough understanding of IP multicast and unicast protocols, RTSP, RTCP, MTU optimization, QoS prioritization, VLAN tagging, subnetting, routing, and bandwidth throttling across local and wide-area networks.
- Experience negotiating and enforcing Service Level Agreements (SLAs), managing warranty repair pipelines (RMA), and overseeing preventative maintenance contracts.
- Experience utilizing enterprise ticketing systems (e.g., ServiceNow, Jira) to track mean time to resolution (MTTR), document root cause analyses (RCA), and maintain formal change-management controls.
- Hands-on knowledge of SAN, NAS, DAS, and RAID architectures engineered for high-write video surveillance throughput.
- Experience troubleshooting in a technology field.
- Experience with current corporate communication technology (Email, spreadsheet, word processors, presentation tools).
- Ability to translate complex technical issues and uptime metrics into clear executive reports for non-technical stakeholders and client leadership.
Preferred Competencies
- Excellent communication skills both written and verbal.
- Ability to handle multiple tasks and prioritize them accordingly to meet deadlines.
- Ability to troubleshoot complicated issues and document solutions.
- Create reference documentation for process when relevant.
- Attention to detail.
- Work effectively with little supervision individually or as a member of a team.
- Worked with tools used in the telecommunications field.
Working Conditions and Physical Requirements
- Hybrid work arrangement, with onsite support in Chicago as needed.
- Monday Friday, 8:00 AM 5:00 PM.
- Must be able to use computers extensively and sit for four or more hours.
- Must be able to operate the equipment required to perform the job.
- May need to bend, crouch, or stoop.
- Must be able to lift more than 50 lbs.
- Limited travel may be required to support customer and business needs.
- Personal vehicle required for travel between locations.
- No specific safety-sensitive functions or specialized safety equipment have been identified.
Training and Hiring Process
- Approximately two weeks of onboarding and training.
- Candidates are expected to work independently after completing training.
- Initial interview: One 30-minute virtual or phone behavioral interview; camera not required.
- In-person interview: One interview, potentially two, including technical assessment, behavioral assessment, and general candidate evaluation.
